Mandarin Oriental is known as one of the most prestigious hotel brands, but as in any other chains, there are hotels that are better than the others. After a very disappointing experience in Mandarin Oriental Manila, I did not expect the same to happen in Grand Lapa Mandarin Oriental in Macau, but it did. It was a bad stay where the hotel failed in both accommodation and service. First of all, I had to wait for check in when I arrived; secondly, the hotel desperately needs a renovation. I was upgraded to a suite, but it was very outdated, and it felt uncomfortable. There wasn’t even a flatscreen Tv, and we are talking 2010. I did know the property was old and needed renovation, but I did not expect the service to be missing, but it was. When I called, they didn’t pick up the phone, or there was a long wait for them to do so.
Everywhere I went in the hotel the service was slow, and it was very frustrating. When taking a shower, the water goes from extremely cold to hot without your control and makes it horrible to take a bath. I could continue with the many problems I had during my stay. I had a fantastic massage treatment, and that is the only good thing to say about this hotel. I’m happy they are going to do a renovation here next year, and the management has invited me back as they agreed my stay was totally unacceptable. They are sure they can deliver on a whole other level after the renovation. – I’m looking forward to seeing that.
My opinion: Good experience.